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EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Customer satisfaction measurement is an important activity in the Business Relationship Management process. What is the objective of Customer satisfaction measurement?

A) to optimize the resolution processes so that service levels are exceeded
B) to gather information about potential new services that might be interesting for the end users of the services
C) to reduce Incidents during the service delivery process
D) to enable the Service Provider to compare performance with the Customer satisfaction targets and previous surveys

2. What is the purpose of CobiT TM ?

A) To provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
B) To provide a high level process model that organizes a broad range of IT activities
C) To provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
D) To provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements

3. Which of the following statements is true?

A) Release Management, Change Management and Configuration Management are Control processes.
B) Change Management is the most important of the Control processes.
C) Release Management shall be implemented only after the processes Change Management and Configuration Management have become mature.
D) There shall be an integrated approach to Change and Configuration Management planning.

4. What services can be left out of the Service Catalogue?

A) incidental services that are seldom delivered
B) network-related services
C) services that are delivered to lessthen 10% of the Customers
D) no services

5. The Plan-Do-Check-Act (PDCA) methodology can be applied to all ISO/IEC 20000 processes. What does the Act phase of this methodology cover?

A) taking the necessary actions to continually improve process performance
B) monitoring and measuring processes and services and reporting the results
C) establishing the objectives and processes necessary to deliver results in accordance with Customer requirements and the organization's policies
D) implementation of the processes

Solutions: